Customer Support Admin (email + systems), Australian hours

At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

The client is an Australian company specialising in the design and supply of rainwater, gutter protection, and plumbing products. They support customers across residential and trade-related needs, with a focus on responsive service, reliable products, and efficient order fulfilment. Their team is growing, and they seek a Customer Support Admin to manage customer requests, orders, and follow-ups efficiently.

This is a non-phone customer support role. You won’t be required to call customers, but you may make calls to carriers, suppliers, and other business partners when needed. You’ll also use AI tools to draft work, ensuring accuracy before finalizing responses.

Key Responsibilities:

• Pick up phone-team follow-ups within 30 minutes, including quotes, freight quotes, returns, return labels, order changes, recap emails, and installation guides
• Chase carriers such as StarTrack, Toll, Australia Post, and other freight providers
• Request custom stickers, signs, and other items required to fulfil customer requests
• Investigate delivery issues and wrong-goods problems by checking carrier records, proof of delivery, and warehouse information
• Document findings clearly and ensure appropriate follow-ups are completed
• Manage everyday email tickets covering dispatch and tracking, returns and credits, payments, and web orders
• Keep tasks moving and close the loop on customer and internal requests
• Review and complete AI-drafted work, checking for accuracy and flagging errors
• Make supplier and carrier calls when required to resolve issues

Requirements

Required Skills and Qualifications:

• Fast and accurate administration and data-entry skills
• Clear, professional written English
• Strong attention to detail
• Comfortable working with ticketing systems, ERP/business systems, and AI tools
• Able to manage a high volume of requests without losing accuracy
• Proactive and organised, with a strong habit of following tasks through to completion
• Comfortable working independently in a remote environment

Nice to have:

• Experience with Zendesk
• Experience with Microsoft Dynamics 365 Business Central
• Logistics, freight, or warehouse experience
• Experience working with building, plumbing, or related trade products

AI & Process Improvement

AI is integrated into the daily workflow. You’ll use AI tools to complete tasks efficiently but must apply your judgment and verify accuracy. The client is particularly interested in candidates who can identify ways to improve processes, reduce repetitive work, and streamline administrative tasks without compromising accuracy.

Working Hours

This role aligns with Australian business hours and requires reliable availability during the agreed working window.